CX-EXCELLENCE

Gain customer insights and ensure the voice of your customer is heard and acted upon!

Get trained or train your organization now!

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We Have Answers For You!

Are you struggling with these questions?

Can't understand why your customers are unhappy?
Looking to understand your customers' wants and needs better?

I can offer solutions for all company sizes and budgets!

Don't wait, get in touch now!

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Anchor 1

Have you set up a voice of customer program or a survey program (NPS, CSAT, Customer Effort Score, or any other system) but you are unsure how to deal with the feedback? Or have you thought about setting one up, but don't know how?

No company can afford to lose customers. If your customers are leaving and you don't know the reason, it's time to find the causes. There are different ways to do this. Contact me and we can discuss how I can help you stop the losses and return to revenue growth.

Is your growth stagnating? Do you get the feeling that customers want more, but you can't put your finger on what? Do you feel that you know your customers as well as you should? Would you like to establish a closer relationship with your customers? If the answer to any of these questions is yes, it's a great opportunity to launch a Voice of Customer program to listen to your customers and to act on their feedback.

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Customized Corporate Courses

Customer Journey Mapping

I offer a one-day (2 half-days if carried out remotely) Customer Journey Mapping course destined to give a detailed overview of the Customer Journey Mapping process with practical

exercises.

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Voice of Customer

The two-day (or 4 half-days if carried out remotely) Voice of Customer Interactive training course will give participants a firm base for introducing their own VoC programme or reviewing and improving an existing

programme.

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Complaint Management

The two-day (or 4 half-days if carried out remotely) customer complaint course is intended for individuals who have responsibility for or are involved in complaint management processes, quality
management and continuous improvement initiatives.

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Services

Our Public Courses

Destination Delight: Mapping the Customer Experience

This interactive Customer Journey Mapping workshop will give participants a founded knowledge of journey mapping methodologies and enable them to moderate effectively journey mapping workshops within their respective organisations.

Duration

2 days

Course Dates

12-13 September, 2023

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Capturing Customer Insights: Strategies and
Techniques for Voice of Customer Systems

Learn how to put in place systems to capture customer feedback and convert dissatisfied customers into loyal brand ambassadors.

Duration

2 days

Course Dates

26-27 September, 2023

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Leveraging Customer Insights to Improve Business Outcomes

This workshop will allow participants to understand customers better, make decision-making more effective, improve customer experience and increase profitability.

Duration

2 days

Course Dates

4-5 October, 2023

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SOFTWARE

About Me

A Passion for Customers and specialist for Voice of Customer, Customer Journey Mapping, and Complaint Handling

I've always enjoyed being on the frontline with customers. From my early days in the airline business to my last position at ABB in Zürich, as the owner of ABB's Voice of Customer (VoC) and global complaint resolution programmes.

Time spent in Japan gave me a passion for Customer Experience. Anyone witnessing Japanese customer service will know what I mean. Such dedication and focus on the customer can only stem from cultural origins.

At ABB, I led the development of a Voice of Customer program, delivering powerful insights with a profound effect on future company priorities. We developed our complaint management tool to track performance in customer follow-up. Being able to gauge how customers felt about solutions provided to them enabled us to make corrections if needed. Our finger was on the pulse.

I am a Certified Customer Experience Professional (CCXP) and am a founder member of the European Customer Experience Organization (ECXO).

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Testimonials

I absolutely enjoyed your masterclass and gained new insights on complaints management. One part of it I appreciated, in particular, was the 5As model in Complaints Management. Having it aligned in the way you put it, makes it easier to follow and puts things in the right perspective.